Cusco Casino - Zahtev igrača za samoisključenje je ignorisan.

Hello

On June 5th at 7:00 PM, I emailed the casino requesting self-exclusion due to gambling addiction. The casino responded, expressing deep regret for my concerns, recommending help sites, and telling me they would forward my request to another department.

The next day, around 5 p.m., I asked the casino to cancel my request. As I'm a gambling addict, the casino didn't cancel my account despite clearly explaining my problem. I was able to deposit again until I lost all my money, which was €6,000.

Hola

El día 5/06 a las 19 horas, envié un correo al casino solicitando mi autoexclusion por motivos de adicción al juego. El casino me respondió sintiendo mucho mis problemas , recomendándome páginas de ayuda y diciéndome que pasaban mi solicitud a otro departamento.

El día siguiente, sobre las 17 horas, solicite al casino que cancelase mi solicitud. Como bien digo soy un enfermo de ludopatía, el casino no canceló mi cuenta pese a explicarle claramente mi problema. Con lo que pude volver a depositar hasta perder todo no dinero, que fueron 6000€.

Dear Ganador100,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses, and the subsequent communication regarding the cancellation of your self-exclusion request? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica, thank you very much for your response. I just sent my communications with the casino to your email address. Thank you.

Hola Verónica muchas gracias por tu respuesta acabo de enviarte a la dirección de correo mis comunicaciones con el casino gracias

Thank you for your email. However, to move forward with your case, I need the emails of the chat transcripts you sent to the casino when you requested to close your account (veronika.f@casino.guru).

Hello again

I've sent another email. I don't understand why you need the chat now. I've already sent the emails clearly requesting my self-exclusion.

I've sent the chat screenshots because it won't let me send the transcript to email. It doesn't have the option.

Hola de nuevo

He vuelto a enviar un correo. No entiendo porque necesitáis ahora el chat. Envié ya los correos donde pido mi autoexclusion claramente.

He enviado las capturas del chat, porque no me deja a enviar la trascripción al correo. No tiene la opcion

Thank you for the screenshots. However, I need the email you sent to the casino requesting self-exclusion. Please find the email you sent to the casino with your account closure request, and then forward it to me. Without this evidence, we won't be able to investigate your problem further. Thank you for your cooperation and understanding.